Envision | Ready, Set, Motivate!

Recruiting, training and retaining good agents is not the easiest of tasks. Chances are, they talk to more customers than anyone else in the company. Agents who enjoy their jobs not only perform better, but will also stay longer. On the other hand, discontented, stressed-out employees are de-motivated and error-prone, and may be antagonizing and alienating your hard-earned customers. Finding new ways to motivate your employees will result in increased customer service, productivity and loyalty and decreased absenteeism, turnover and stress-related illness.

It’s important to understand you can’t teach motivation, but that you can cultivate it.

Here are some motivators for you to consider:

Provide recognition for a job well done or improvement with a specific task.

Create job descriptions that not only state daily duties and responsibilities, but add value by listing reasons why a job is important to the organization and your customers.

Listen to your employees. Ask for feedback on your QA process and ideas they may have on how to improve customer interactions, your department, etc. 

Empower your employees to resolve issues. With empowerment comes a sense of ownership, trust and responsibility.      

Provide regular communication to your employees and lots of it! Make sure they know what’s happening in other departments and the organization as a whole.     

Offer incentives for suggestions that create cost savings, increased productivity or better service.      

Involve your employees early on with projects that will affect their jobs. Not only will you receive their buy in, but you will also receive valuable information that will assist in project success.

Create opportunities for professional growth. Keep your experienced employees motivated by developing career paths. 

Simply ask! Take time out and buy them a cup of coffee. Get to know your agents personally to find out what they’re made of and what makes them tick.

What do you do to motivate your employees?